Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Mettre le client au coeur de 
l’Entreprise 
Caroline Ameloot – Carglass & Aurelien Dubot – Bazaarvoice
“A brand is no longer what we 
tell consumers it is, it is what 
consumers tell each other it is” 
-Scott D. Cook 
Founder...
70% 
DES CLIENTS 
recherchent en ligne avant 
d’acheter hors ligne. 
(Google ZMOT) 
73% 
DEBUTENT 
leur recherche sur un m...
Le nouveau comportement d’achat du consommateur 
TV 
Proches & 
Famille 
Presse & 
Pub 
Agents, 
vendeurs 
& S.C. 
Interne...
92% 
DES CONSOMMATEURS 
ont plus confiance en la 
médiatisation méritée 
(« earned media ») qu’en 
toute autre forme de 
m...
Structure d’un avis 
Plus 
Motivation 
Moins 
Performance 
Caractéristiques 
Besoins liés 
Informations client 
Améliorati...
Une mine d’or de données = 
Confidential and Proprietary. 7 © 2013 Bazaarvoice, Inc.
Les résultats 
Quand les entreprises encouragent les conversations authentiques 
Meilleur e s SERVOMeneifresrfglsiavrbasei...
Orienter les clients vers les meilleurs agents 
Augmenter les promoteurs Guider le parcours : « agent de confiance » des a...
Nationwide Insurance 
Programme de Promotion des Agents Locaux 
Résultats 
• A lancé un programme de promotion local avec ...
Mettre en avant la qualité via la voix du client
Clear authenticity policy 
is available to consumers. 
Employees and incentivized 
reviewers are easily 
identified. 
No c...
Le pouvoir de la voix du client, dans tous les domaines 
Marketing Ventes 
Service 
client Opérations
Gagner et fidéliser les clients 
Héberger, joindre, et amplifier les conversations 
Parler leur langage 
Créer des expérie...
Carglass®: Customer Reviews
Le marketing ne s’agit plus de produits développés mais de témoignages 
27-11- 
2014 
de clients. Les gens se connectent v...
en route vers customer reviews 
1998: 
customer 
feedback 
2014: 
customer 
reviews
Influer les décisions 
d’achat 
Renforcer la 
crédibilité 
Promouvoir vos 
services 
Construire votre 
réputation de marqu...
Partager info 
en entreprise 
Procès 
Feedback via 
recherche 
(Cust Satisfaction) 
Réponse par 
Customer 
Solutions 
Moni...
exemple 
9
9.250 
commentaires 
en total 
Résultats
Les pages 
commentaires de 
clients 
les démarches à suivre 
2014: 
customer 
reviews 
Intégration dans la 
communication ...
Calendrier interactive www.carglass-stories.be 
www.carglass.be 
Notre communication
Reviews 
Real customer reviews increase trust, 
which is your most valuable asset. So 
collect reviews, engage, and share ...
Reviews 
Aujourd’hui j’étais au congrès #KluwerBIC. 
C'était un grand plaisir pour moi d'y prendre part. 
Merci. Caroline ...
Faire progresser la satisfaction grâce aux appréciations de clients (Aurélien Dubot & Caroline Ameloot) - Belgian Insuranc...
Faire progresser la satisfaction grâce aux appréciations de clients (Aurélien Dubot & Caroline Ameloot) - Belgian Insuranc...
Upcoming SlideShare
Loading in …5
×

Faire progresser la satisfaction grâce aux appréciations de clients (Aurélien Dubot & Caroline Ameloot) - Belgian Insurance Conference 2014

1,221 views

Published on

Belgian Insurance Conference 2014 - Faire progresser la satisfaction grâce aux appréciations de clients (Aurélien Dubot & Caroline Ameloot)

  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

Faire progresser la satisfaction grâce aux appréciations de clients (Aurélien Dubot & Caroline Ameloot) - Belgian Insurance Conference 2014

  1. 1. Mettre le client au coeur de l’Entreprise Caroline Ameloot – Carglass & Aurelien Dubot – Bazaarvoice
  2. 2. “A brand is no longer what we tell consumers it is, it is what consumers tell each other it is” -Scott D. Cook Founder, Intuit, Board of Directors, P&G
  3. 3. 70% DES CLIENTS recherchent en ligne avant d’acheter hors ligne. (Google ZMOT) 73% DEBUTENT leur recherche sur un moteur de recherche (Bazaarvoice) 12x PLUS CONFIANCE en les recommandations d’autres consommateurs qu’en le marketing des marques (eMarketer)
  4. 4. Le nouveau comportement d’achat du consommateur TV Proches & Famille Presse & Pub Agents, vendeurs & S.C. Internet
  5. 5. 92% DES CONSOMMATEURS ont plus confiance en la médiatisation méritée (« earned media ») qu’en toute autre forme de marketing ou publicité Nielsen 2012
  6. 6. Structure d’un avis Plus Motivation Moins Performance Caractéristiques Besoins liés Informations client Améliorations Utilisation Détails Profil
  7. 7. Une mine d’or de données = Confidential and Proprietary. 7 © 2013 Bazaarvoice, Inc.
  8. 8. Les résultats Quand les entreprises encouragent les conversations authentiques Meilleur e s SERVOMeneifresrfglsiavrbaseitanigcislogeiie stenm aé st ce ilonient n t Confidential and Proprietary. © 2012 Bazaarvoice, Inc.
  9. 9. Orienter les clients vers les meilleurs agents Augmenter les promoteurs Guider le parcours : « agent de confiance » des agents
  10. 10. Nationwide Insurance Programme de Promotion des Agents Locaux Résultats • A lancé un programme de promotion local avec 4 700 agents • Trafic de recherche naturelle en ligne augmenté de 18 % • L'accent mis sur les stratégies sociales a permis à de nombreux agents d'améliorer leur portefeuille client de 12 à 20 % • Réduction des risques et respect des règles de médias sociaux systématiques pour tous les participants grâce aux modérateurs humains Informations : • L'une des plus grandes entreprises de services financiers et d'assurance du monde. • 4 700 agents exclusifs • Dispose d'un bureau de promotion client pour analyser les commentaires émis sur ses produits et services. Objectifs commerciaux • Augmenter le trafic vers les agents de Nationwide.com • Mettre en contact plus étroitement les agents avec les clients • Créer un programme structuré prenant en charge leurs règles relatives aux réseaux sociaux et s'y adaptant • S'assurer de la conformité (FINRA)
  11. 11. Mettre en avant la qualité via la voix du client
  12. 12. Clear authenticity policy is available to consumers. Employees and incentivized reviewers are easily identified. No changes. No cherry-picking. #EndFakeReviews
  13. 13. Le pouvoir de la voix du client, dans tous les domaines Marketing Ventes Service client Opérations
  14. 14. Gagner et fidéliser les clients Héberger, joindre, et amplifier les conversations Parler leur langage Créer des expériences personnalisées, générer de l’enthousiasme Etre transparent Ecouter, répondre, adapter Utiliser la voix du client pour faire évoluer l’entreprise 16 Confidential and Proprietary. © 2013 Bazaarvoice, Inc.
  15. 15. Carglass®: Customer Reviews
  16. 16. Le marketing ne s’agit plus de produits développés mais de témoignages 27-11- 2014 de clients. Les gens se connectent via histoires personnelles... Carglass® laisse la parole aux clients
  17. 17. en route vers customer reviews 1998: customer feedback 2014: customer reviews
  18. 18. Influer les décisions d’achat Renforcer la crédibilité Promouvoir vos services Construire votre réputation de marque Apprendre & améliorer votre business Pourquoi
  19. 19. Partager info en entreprise Procès Feedback via recherche (Cust Satisfaction) Réponse par Customer Solutions Monitorisation Rapportage Amélioration
  20. 20. exemple 9
  21. 21. 9.250 commentaires en total Résultats
  22. 22. Les pages commentaires de clients les démarches à suivre 2014: customer reviews Intégration dans la communication Partager les résultats avec les partenaires CRM
  23. 23. Calendrier interactive www.carglass-stories.be www.carglass.be Notre communication
  24. 24. Reviews Real customer reviews increase trust, which is your most valuable asset. So collect reviews, engage, and share your good service with the world Les vrais commentaires de clients renforce la confiance qui est la qualité la plus valable pour vous. Collectez les commentaires, puis garantissez et partagez votre service de qualité avec le monde entier.
  25. 25. Reviews Aujourd’hui j’étais au congrès #KluwerBIC. C'était un grand plaisir pour moi d'y prendre part. Merci. Caroline Ameloot, Carglass

×